Acme Corp Case Management Proposal

1. Acme Corp Case Management Proposal Randi Craig 03 August 2013

2. The Case for Case Management Customers work with us in differentiated and increasingly complex ways Objectives: Know customer’s global needs, across multiple stakeholders and multiple points of entry with different goals Understand who in Acme Corp is actively progressing Customer work Oversight to performance, progress, delivery, response time and closure Manage billing and scope with oversight to both PROBLEM - Current challenges: Speed, turnaround, responsiveness and proactivity is subject of Customerfeedback Customer requirements to have increasing visibility, transparency and vendor performance management Providing governance and control to work requests where customer organizations cannot Manage global billing, scope management and other factors, efficiently and effectively

3. What is a case? Anything tracked and all related communications & notes associated. Examples Include:

4. Written Communications Issues & Proposed Solution

5. Lines of Communications: Not centrally searchable W/Customer and searchable Internal and searchable Current – Customer contacts Acme Helpdesk Lead Office 1 3 5 Central Mailbox/ Admin center 2 ABC Helpdesk 4 6 Local Admin Helpdesk Case Management System John 7 Home/Host Customer Team

6. Lines of Communications: Not centrally searchable W/Customer and searchable Internal and searchable Current – Customer contacts named Acme Corp professional 1 • UNEVEN PROCESS – Best case, the Customer contacts the correct person and gets a quick, accurate, cheerful response, which is documented to meet risk requirements and shared with all required parties, and those parties remember the next time the Customer contacts the same team at Acme Corp. • No oversight, few efficiencies, possible issues include: • Bounced email • Responsiveness impacted by resourcing, culture, etc., without manager or engagement oversight • Wrong resource with rude or incorrect response • Wrong level resource, which increases cost to Acme Corp • Increased risk across network since information isn’t shared • Annoyed Customer must repeat information John Named Acme Corp Professional

7. Non-Functional Requirements Overview

8. Non-Functional Requirements – Individual Customer Stakeholders Current Problem Non-functional requirements • I don’t know: • Expectations of me • Services available to me • Documents Acme Corp has • Why information is requested • Status of my questions • I am frustrated by: • Providing same information multiple times • Explaining my questions to multiple people • Late updates of missing information • Impersonal emails • Real Time Access: • PROACTIVE - Customer shall have a home page which includes personalized schedule with due dates, meetings, to dos, pending items • SEARCHABLE - Status of outstanding questions, history of previous personal questions communications • Shared FAQs • Access to personal documents shared by Acme Corp • Notifications sent and data access in personal preferred format (pc, email, smart phone, etc.) • Aggregate metrics across services

9. Non-Functional Requirements – Customer Manager Stakeholders Current Problem Non-functional requirements • I don’t know: • What Acme Corp needs in order to run program successfully • Documents Acme Corp has available • I am frustrated by: • Providing my data via e-mail • Lack of workflow support • Lack of advance warning on upcoming activities • Lack of learning opportunities • Real Time Access: • PROACTIVE - Personalized dashboards, schedule with due dates, meetings, to dos, pending items • SEARCHABLE - Status of outstanding questions, history of previous personal questions communications • FAQs and Learning Process • Notifications sent and data access in personal preferred format (pc, email, smart phone, etc.) • Information provided once, shared and accessible by all

10. Non-Functional Requirements – Acme Stakeholders Current Problem Non-functional requirements • I don’t know: • Communications between Customers and Lead, Home and Host offices • That possible issues arise, because I don’t have early warning signs I am frustrated by: • Limited visibility around compliance status • Different process steps for different engagements • Country specific document management • Data provided by customers in multiple formats • Resources shall be assigned work based on redefined criteria • System shall have row level security to control who can see what detail and what level • System shall generate aggregate metrics over KPI in a number of areas with drill down capacity to the details. • System shall have automated WORKFLOW management for specific types of cases

11. Greater Transparency with Real-Time Access Who can see cases? Anyone – Level of detail depends on configuration. • Example configuration might look like: • Customer: • Personal pending and historical cases with status (we control detail) • Personalized FAQ/reminders • Acme Corp professional: • Assigned pending & historical cases with status, priority & aging • Customer Program Manager: • Aggregate metrics over entire program • Cases where HQ office or program manger has an action • VIP oversight • Different functional teams at the customer or 3rd party service providers: • Cases assigned to members of a user group • Managers: • Metrics with the ability to drill down into trouble spots • Proactively addressquestions/issues before they become critical • Organize review by Customer or Acme Corp professional or across country, engagement, vendor, service area, etc.

12. How is a case updated? Personalized experience, all updating the same consolidated system • Any resource (Customers, Acme Corp, vendor, etc.) can start a case in the Acme Corp portal or in house tools • Any resource can create a case or reply to an existing case using email, directly updating the case record without cut/paste, rerouting to the correct person. • *Chat (similar to Yammer) functionality also available where chats can be turned into cases. • Web services have the ability to automatically update case statuses from 3rd party software • Resources can update a case as needed.

13. Key Points • Personalized experience, standardized shared platform – Across all services, reduced conflicting information • Transparency & proactive oversight – Aggregate real-time metrics with drill down to details • Enhanced management options – Proactively identify issues, balance work load, manage vendors • Reduced risk, time, and cost looking for information– Open and closed case history in one location • Simplified process = greater participation from supporting offices – Email to automatically update existing cases • Automated status updates supported through web services – More complete information since interfaces to other software all possible

14. Lines of Communications: Not centrally searchable W/Customer and searchable Internal and searchable NEW – Customer Asks a Question Case Management System 1 2a 3a Acme Support Center Case Management System 2b 3b Acme Helpdesk 4a 4b John (Customer) 5 Named Acme Professional

15. Lines of Communications: Not centrally searchable W/Customer and searchable Internal and searchable NEW – Question to Named Professional 1 2 Original Named Tax Professional 4a 3b Acme Support Center Case Management System Case Management System 4b 3c 3a 3d John (Customer) 4c Acme Helpdesk Original or New Named Acme Professional

16. Questions?